Headlines announcing Klarna’s AI pullback were wrong, its CEO says. Instead of retreating, it’s handing more tasks to the bots. Klarna’s AI push has been the loudest, if not the boldest, attempt to ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...